Job Description
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced, entrepreneurial environments where innovation and growth are encouraged? If so, we invite you to join our dynamic team at careerzynith as a Customer Support Specialist. This exciting opportunity offers a unique blend of remote work, career growth potential, and a chance to transform the SaaS event industry.
- *About careerzynith**
careerzynith is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a user base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for significant growth and expansion beyond Europe and North America.
- *Our Company Culture**
At careerzynith, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team environment empowers each person to make a real impact on our growth and success. We prioritize autonomy, creativity, and innovation, allowing our team members to think outside the box and bring fresh ideas to the table. With a flat organizational structure and minimal micromanagement, you'll have the freedom to take ownership of your work and contribute to strategic decisions.
- *Benefits**
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:
- **Health Coverage**: 100% employee and 50% dependent coverage for vision, health, and dental.
- **Maternity Leave**: Support for growing families.
- **Future 401K Plan**: Coming soon!
- **Quarterly Meetups**: Connect and collaborate in person with the team.
- **Remote Work Budget**: Opportunities for leadership advancement.
- *Job Description**
We're seeking a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a hybrid of responsive customer support and proactive outreach, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.
- *Responsibilities**
- **Hotel Onboarding & RFP Management**: + Proactively reach out to hotels that need to join our platform to respond to planner RFPs.+ Follow a proven script and onboarding process, adapting when needed.+ Track and maintain consistent follow-ups with hotels.+ Maintain and update hotel contact information and associate hoteliers with their properties.+ Monitor RFP response rates and identify/prioritize overdue RFPs.+ Facilitate communication between hotels and planners.+ Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
- **Customer Support**: + Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.+ Update and improve existing support content and macros to reflect product updates.+ Provide feedback to product and customer success teams to improve user experience.
- **Help Center**: + **User Feedback Integration**: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.+ **Collaboration**: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.
- *Qualifications**
To succeed in this role, you'll need:
- 1-3+ years of experience in SaaS customer support in a startup environment or similar.
- Self-motivation with a track record of working well independently.
- Comfortable being on the phone with customers.
- Excellent communication skills, both written and verbal.
- Ability to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
- Excitement to work in a startup environment and adaptability to changing priorities in a fluid, high-growth environment.
- Comfortable working a 12 PM to 9 PM EST shift (negotiable based on time zone).
- High proactivity beyond owning a customer support process - not an order taker.
- Clear, professional communication skills, both written and verbal.
- Comfortable with learning and utilizing customer support tools, email, and chat messaging.
- Process-oriented yet adaptable in a fast-moving environment.
- Highly organized and proactive with strong follow-through.
- Experience or interest in the events/hospitality industry is a bonus.
- *Additional Information**
At careerzynith, we're committed to providing a supportive and inclusive work environment that fosters growth and development. If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply. Join our team and be part of a dynamic organization that's transforming the SaaS event industry.
- *How to Apply**
If you're ready to take your career to the next level and join a fast-growing startup, apply now by visiting our website at [careerzynith website URL]. We can't wait to hear from you!
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